Here’s a fast way to improve the customer experience. Break the rules!
Understandably, some rules, policies and procedures keep customers and employees safe.
Unfortunately, more rules muddy up the customer experience. Those are the kind that need to be tossed or overhauled.
Dumb rules don’t just leave a bad impression on customers. They also cost private companies about $155 billion a year between the resources, and time managers and employees must devote to complying with them, a Deloitte Access Economics study found.
